Message Workflow
What is the response timeframe for a non urgent message?
What is ``
When an adult member calls with chest symptoms, what do you do?
What is use the Chest Pain CCMD Upfront script?
What is the correct call closing statement?
What is call back with questions/concerns or either variation?
Member tells your their appt preference is ASAP, what do you do next?
What is record 'this Week' (without probing) or you may ask: Were you hoping for something today or the earliest we have available this week?
How many TSR senior managers do we have at the Vallejo Call Center
What is 3?
What is the response timeframe for urgent member message?
What is by this time tomorrow or the next business day if on a Friday-Sunday?
An adult member states they have a cough, fever, sore throat and later mentions chest pain while coughing, you should?
What is Ask NOTHING, open the Chest Pain CCMD script and process accordingly?
Is it ok to offer an Advice Nurse outcome when there are no appts available?
What is No, send an appt request message?
Member tells your their appt preference is next/first available or doesn't have a preference, what do you do next?
What is ask: were you hoping for something this week or next week? (Do not probe further, record their response)
What is the first names of all the TSR senior managers?
Who is Jenalyn, Kimberly and Chryl?
What is the response timeframe for urgent clinical messages?
What is as soon as possible or within 4 hours if member is asking for specific time frame?
When a member with Abdominal Pain answers Yes to any of the 'Immediate Transfer to the CCMD Que' questions, what information should you obtain and document in the call notes?
What is Member's current location, phone number with area code, Alone or not alone?
When should you provide empathy during your call?
What is immediately after symptoms are stated?
If the member is empaneled with a PCP/GYN/Ped Dr, should we ask the caller which facility/location they want to receive the care at?
What is no, book the appt at the members assigned location unless the member asks for another location or the booking outcome directs you to check a specific location?
What is the first name of the Ops Director at the Vallejo call center?
Who is Micah?
When do you ask pharmacy info when sending a message?
What is when in the medication script?
If the wait time for CCMD is greater than 1 min or the hold time for the CCMD exceeds 3 mins, what is your next step to process the call?
What is Start at the section labeled Immediate transfer to the Advise Nurse Emergency que and get the nurse?
When an adult member only states, "My shoulder hurts," should you ask a clarifying question to determine which script to choose?
What is Yes, this way you know which script to choose based on whether there is an injury?
What appts don't require for you to ask for member preference?
What is appts directed by CCMD/Pharmacy, Travel (departure dates greater than 6 weeks) Wellness Coaching, COVID vaccines and Optometry appts?
What are the 3 items you must summarize when sending a message for 1st party callers?
What is the clinician name, facility and dept?
After you have the CCMD on the line what is the next thing for TSRs to immediately start doing?
What is search for any today appts?
What needs to be confirmed for a caller calling in without the MRN for full service?
What is the phone #, complete address, DOB, last 4 of SSN, PCP name or email on file?
Can the AACC cancel appts that are booked in a Specialty Dept?
What is Yes if the system allows you to?
Note: The AACC does not book, reschedule, or cancel any appts from the surgeries tab.
What is the first name of the Regional Director of all 3 call centers?
Who is Elizabeth?